Intana

sm82

Has anyone ever been able to get hold of the direct phone numbers for intana

-complaints dept
- direct line to claims handlers?

Speaking to their claims line yesterday and they state that their complaints dept doesn't even have a phone! Or that they don't even know it lol. Same applies for their claims handlers direct line..

We are trying to sort out a claim from our last trip abroad (honeymoon incidentally), and they are giving us the complete runaround and trying every dodge to try and avoid paying out. We originally insured via Columbus direct, and didn't realise until we contacted them that the claims stuff was all handled by intana.

huckster

Your contract was with Columbus Direct and it is them who you need to complain to. In dealing with your complaint, they would contact the claims handlers on your behalf.

A lot of companies use outsourced claims companies, but you should always direct your complaints to the company you bought the policy from.

antrobus

sm82 wrote: »

.... We originally insured via Columbus direct, and didn't realise until we contacted them that the claims stuff was all handled by intana.

Intana is a trading name of Collinson Insurance Services Limited.

Columbus Direct is a trading name of Columbus Travel Insurance Services Limited.

Both companies have their registered office at Cutlers Exchange, 123 Houndsditch, London, EC3A 7BU, which is not a coincidence as they are both part of the same Collinson Group.

sm82

Both good points. However when I called the claims number for Columbus to attempt to get to the bottom of a few things, and asked for the contact details for their complaints dept, the only information I was given was an intana email address - no phone number at all. I asked if they had one, and they alternated between saying they didn't know it or they didn't have a phone, or that they couldn't give the number out.


Incidentally I just received an email from intana complaints this morning stating they will be investigating my complaint - strange really considering I haven't made the complaint yet!

sm82

Success.. got the insurance company to cave in. Required quoting some of their own T&Cs and exclusions back at them but got all the money owed with no excesses deducted. Still debating over whether to lodge a complaint based on how we've been treated however.